What is CRM?

Question

what are three activites that represents each characteristic of a CRM plan: share of custorm, lifetime value of a customer, customer equity and focusing on high-value customers. can any one help please

Answer 1

CRM stands for Customer Relationship Management

share of customer - activities would be front office business processes, including sales, marketing and service.

lifetime value of customer - activitivies would be order information, support information, requests, complaints, interviews and survey responses

focusting on high-value customers  - activities would be Cross-sell/Up-sell/Switch-sell opportunities

Answer 2

CRM - Is a blanket term that is used to describe business process and technology that support identifying, acquiring, and managing customer relationships.  Some of the things you mention above such as Share and LTV are certainly visibility goals of a well thought out CRM plan.

1. review current process (from demand gen to close win)

2. identify pain areas

3. consult an expert in process for advisement and to challenge your thinking

4. evaluate process change and supporting technologies implement

5.  start small - get a win, build from there.